Senior Supervisor - Customer Services, Contract Logistics

• Customer Portfolio Management
• Manage relationships with 45+ customers across various industries, ensuring satisfaction and operational efficiency.
• Act as the primary point of contact for escalations, addressing client concerns promptly and professionally.
• Team Leadership
• Supervise and mentor a team of 17+ customer service representatives, driving performance and fostering a collaborative environment.
• Oversee the development and implementation of Standard Operating Procedures (SOPs) tailored to individual customer requirements.
• Contract and Rate Negotiations
• Lead contract discussions and rate renewal negotiations with customers, ensuring mutually beneficial outcomes.
• Analyse client needs and market trends to propose competitive and sustainable pricing solutions.
• Operational Excellence
• Collaborate with internal teams to ensure seamless execution of services and adherence to agreed terms.
• Monitor and optimize processes to improve service delivery and efficiency.
• Reporting and Analytics
• Utilize advanced Excel skills to generate and analyze reports, identifying areas for improvement and tracking performance metrics.
• Present data-driven insights to management and customers to support decision-making.
• Multilingual Communication
• Communicate effectively in both English and Chinese, ensuring clear and professional interactions with diverse clients and team members.

• Degree holder in Logistics Management or Business Management
• Minimum 5 years’ experience in a 3PL customer service role
• Fluent in written and spoken English and Mandarin
• Proficient in MS Office, including MS Word, Excel and Power Point
• Proven ability to manage a large and diverse client base with varying needs
• Strong leadership skills with experience managing and developing teams
• Expertise in contract negotiation and rate renewals
• Proficiency in creating and implementing SOPs
• Willingness to work long hours in a fast-paced/changed environment

Professional Development

We’re strong believers in continual training and development for our people. After all, your success is our success.

Work-life Balance

Our vacation and leave policies reflect our belief in proper work-life balance.

At DB Schenker, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 68,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

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